Service Delivery Manager - Cebu City, Cebu - 2033566
1d ago

Primary Responsibilities :

  • Manage and be accountable for professional employees and / or supervisors
  • Coordinate and supervise daily / weekly / monthly activities of team members
  • Set priorities for the team to ensure task completion and performance goals are met
  • Coordinate work activities with other supervisors, managers, departments, etc.
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Provide coaching, feedback and annual performance reviews as well as formal corrective action
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and / or re-assignment to different work locations, change in teams and / or work shifts, policies in regards to flexibility of work benefits and / or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).
  • The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

    This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations.

    You'll be asked to mentor, challenge and communicate effectively with all different types of people

    Required Qualifications :

  • High school diploma or GED or equivalent work experience
  • 3+ years of customer service or call center experience, preferably as a supervisor, business manager or workforce manager
  • 2+ years of leader / supervisor experience within an organization
  • Proficiency with Windows PC applications and Microsoft Office
  • Preferred Qualifications :

  • Undergraduate degree or higher
  • Knowledge of call center systems such as CMS, IEX, CTI and TCS
  • Understanding of call center performance metrics and measurements
  • Preferably with Fiber or wired internet connection of 25 mbps in case of working from home. The following options are also available : Corporate internet subsidy for those within available and valid serviceable locations, subject to Company policyOnsite work for those who are amenable to drive or commute to our office locations
  • UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference.

    Join us. Learn more about how you can start doing your life's best work.(sm)

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